Customer Service Turn complaints into compliments Handling complaints In business, an effective system for handling complaints is critical. Good complaint management can have a positive impact on customers. Customers are essentially looking for their problem to be: •

1. Taking details of the customer's problem Make it easy for your customers to raise problems with you. Thank the customer for raising their problems with you. At all times treat the customer with genuine empathy, courtesy, patience, honesty and fairness. Respond to the problem quickly, tell the customer how it will be handled and advise them when they can expect a response. Speak to the customer in person and do not rely solely on any written complaints or records of conversations. Demonstrate to the customer that you clearly understand the full nature of their problem, by: • listening – do not jump to conclusions, • apportion blame or become defensive • asking questions to clarify the situation Familiarise yourself with any background information before you speak to the customer. This could include checking internal records, speaking to staff involved and checking how this compares with the customer's version of events summarising your understanding of the problem. Once details of the problem have been taken, advise the customer what will happen next. Provide one person to manage the problem to its outcome. Ensure that all your staff dealing with complaints have the full authority to organise solutions acceptable to the customer. 2. Dealing with the customer and the problem